CX Today

As someone who has spent hours waiting in contact center queues, I’m excited to see how Cisco is rewriting the CX playbook with agentic AI. At Enterprise Connect 2025, Senior Editor Charlie sits down with Vinod from Cisco to dive into how Webex is embedding AI into the very fabric of customer experience. Vinod explains that agentic AI isn’t a bolt-on feature but part of a holistic strategy, starti...

Stuart Dorman breaks down how agentic AI can supercharge CX without losing the human touch.  In this CX Today interview, Deputy Editor Rhys Fisher sits down with Stuart Dorman, Chief Innovation Officer at Sabio, to explore the game-changing potential of agentic AI in customer service.  As organizations face mounting pressure to modernize and streamline operations, this conversation dives deep into...

As someone who’s felt the pain of clunky handoffs and fuzzy diagnostics, I care about tools that make customer journeys clearer and kinder. Maestro is Operata’s most ambitious step yet, expanding CX Observability from a primarily Amazon Connect footprint to 50+ CCaaS, Voice AI, AI customer service, CPaaS, and CRM platforms. It introduces a unified Customer Journey Trace, a smarter CX Copilot power...

In this CX Today exclusive, Giuseppe Careri, Chief Technology Officer at XCALLY sits down with Deputy Editor Rhys Fisher, to explore the real-world impact of AI in customer service and experience. Careri, shares how the company blends automation with a human touch to maximize the potential of AI in the customer experience sector.  With 14+ years of hands-on development experience at XCALLY, Giusep...

CX Today's Head of Content Susie Harrison hosts Cognigy's VP Marketing, Alan Ranger.  With Cognigy’s recent launch of their Agent Ops platform, we dive into how AI and human agents are collaborating to boost efficiency, enhance customer interactions, and tackle high-value tasks - while leaving repetitive work behind. We also discuss tackling workforce concerns about AI, the skills needed...

Recognizing this, CX Today's Charlie Mitchell hosted Jay Patel, SVP & GM of Webex Customer Experience Solutions at Cisco, to dig deeper. During the conversation, Patel shared practical examples of how the technology is changing the roles of key contact center stakeholders, including: 🎧 Contact Center Agents 🎧 From gathering customer context upfront to completing post-contact follow ups,...

CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discussing: 🤔 Is It Time to Rethink Deflection & Containment? 🤔 Clare explains why these metrics, while useful, aren’t a strategy, and how contact centers may wish to shift their thinking.  🤝 When Should Humans Take the Lead? 🤝 From contact...

CX Today's Charlie Mitchell hosts a deep-dive discussion into the Gartner Magic Quadrant for CCaaS 2025. Joining him for this conversation are two respected industry analysts: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Together, the analysts unpack the biggest takeaways from this year’s Magic Quadrant and what they mean fo...

CX Today's Charlie Mitchell hosts a panel customer experience analysts to discuss the latest headlines shaking up the space. This month’s lineup includes: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wettemann, CEO & Principal Analyst at Valoir  Shelly Kramer, resident & CEO at Kramer & Company Michael Fa...

CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company, to deep dive on the Webex Contact Center. Cisco's cloud contact center platform recently featured as one of only two "Customers' Choice" CCaaS solutions in a recent Gartner Peer Insights study into the space. But, what differentiates it? Mitchell and Kramer unpack five of its most...

CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider. And who better to have that conversation with than Sean Taylor, CEO of Content Guru . After some friendly intros looking back over Taylor's long tenure in the contact center space, the pair get into the weeds, discussing: Content Guru's Differentiators in the Crow...

Watch on YouTube. CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts join the panel to dissect each story. In this conversation, those analysts include: Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wetteman, CEO & Principal Analyst at Valoir Shelly Kramer, President & CEO...

CX Today's Charlie Mitchell introduces the latest trending news from across the customer experience space. He's joined by four prominent CX analysts to unpack each story. In this edition, those CX experts include: Liz Miller, VP & Principal Analyst at Constellation Research  Rebecca Wetteman, CEO & Principal Analyst at Valoir  Shelly Kramer, President & CEO at Kramer & Co...

In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of ‪ Cyara . Rishi shares his journey in the industry, how Cyara approaches the market, what typical implementation looks like, its approach to innovation, and what the future of CX looks like. Cyara is on a mission to redefine the future of CX with its holistic view of the space.

CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE , to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025.  Together, they explore the biggest challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and real-world customer stories.  In doing so, they discus...

CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom.  The duo offers a deep dive into Zoom’s next-generation Virtual Agent, which can reason and adapt in real time to boost resolution rates. In doing so, they consider:  How does the next-generation virtual agent differ from what came before? What new features may excite Zoom customers? Real Results within Zoom...

After years of circling the CCaaS space, RingCentral is carving out a position with RingCX, a platform aimed at simplifying contact center deployments without cutting core capabilities. In this CX Today interview, Andy Watson, Senior Product Marketing Manager at RingCentral , discusses: The Fast Growth of RingCX - Initially aimed at smaller teams, RingCX now serves 1,000+ businesses, many with 1,0...

CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead to costly regrets. In this episode, CX Today's Floyd March hosts Michael Burrows, Director of CX Solutions, Miratech . We uncover the common pitfalls affecting 80% of professionals in their CCaaS decision-making process. Miratech provides expert insights...

Watch on YouTube. CX Today's Charlie Mitchell hosts Mario Matulich, President of the Customer Management Practice . Matulich discusses what to expect from the upcoming Customer Contact Week 2025 event that takes place between June 9-12, 2025. In doing so, they discuss: The challenges attendees currently face within their CX operations.  How CCW addresses these challenges with its agenda.  The...

CX Today's Charlie Mitchell hosts a conversation about the different CCaaS pricing models available to contact centers. To weigh up the pros and cons of each, he's joined by: Zeus Kerravala, Principal Analyst at ZK Research Heidi Elmore, Senior Product Marketing Manager for Amazon Connect First, they note how contact center providers are struggling to price their offerings now as AI thre...

In this CX Today interview, Deputy Editor Rhys Fisher sits down with Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk , for an in-depth discussion on data protection and compliance in the contact center space. Jennifer unpacks the layered approach ComputerTalk takes to security, while offering expert insights into emerging trends like AI regulation and data sovereignty....

A new era for contact center training and live support – minus the analog mess. In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Thor Mitskog, CEO of Cyber Acoustics , to explore how the company’s Agent Assist headset solution is revolutionizing agent training and real-time support in contact centers. Analog training tools in digital contact centers? Cyber Acoustics says no mor...

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience.  In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. Marco s...

Is AI Overhyped... or the Future of EVERYTHING?   Join Susie Harrison from CX Today as she delves into the AI revolution with Sean Taylor, Global CEO of Content Guru. They discuss past predictions, future possibilities (all the way to 2050), and the real impact of AI on Customer Experience. In this thought-provoking conversation, you'll discover: 🕰️ Did We Get It Right? A look back at AI expe...

In this interview, Miratech's Matthew Ainsworth dives deep into the current state of CX and the dynamic opportunities emerging in this rapidly evolving landscape. From the quick rise of CCaaS, to the challenges large enterprises face in adopting cloud technologies, Matthew reveals why CX transformation isn't as simple as just jumping on the AI bandwagon. With real-time experiences and mu...